Geetings!! I'm a new pellet insert user (installed last month). I have a Napoleon NPI40. Now that everything is working great I love the stove and am very happy with the performance. My local dealer however was HORRIBLE to deal with and the installation was a NIGHTMARE. They were very uninformed about the product, and it took forever to resolve a couple of problems that were discovered on installation. One was a bad low limit sensor which was eventually diagnosed and replaced. The other was that the stove would not ignite. You could manually start the stove with gel and it burned fine.
In the end they told me that my pellets were bad, or they might be being stored in a place that was too cold (no kidding!!?), and left me to diagnose the problem - they said the stove was working fine. I talked to friend up the street who had a new Napoleon NP40 installed the following week, and it had the SAME problem!! His tech. (different dealer) said there was service bulletin from Napoleon that resolved the issue, he fixed it on the spot.
The hole in the burn pot right in front of the ignitor was manufactured too small on some of the burn pots. There is inadequate air flow from the ignitor to start the stove. You just take the burn pot out, grab your drill and a bit that is slightly larger than the existing hole and "ream it out" a bit. That's it !! Problem solved. So if you have that problem - that's the fix!!
Does anybody have access to Napoleon Service bulletins of know of this problem? My dealer is saying there is no such thing, and I'm fighting with them over some of my installation costs since they left me high and dry to diagnose and resolve this problem on my own (after a long history of them providing just horrible customer service since I ordered the stove back in July). I would love to be able to provide them some documentation of this.

Any help would be greatly appreciated if anyone out there is "in the know" on this issue! Thanks!

I had the same problem. The hole is supposed to be 5/16" in Diamter. My install guy called Napoleon, my dealer is also useless, when my stove wouldn't light and they clued him in. My ignition hole was 1/4" the factory said many were only 3/16". We opened to hole to 5/16" and the stove took off right away. A very simple fix.